Contact Center Agent

MUST RESIDE IN DELAWARE
$18.00 per hour
$18.50 Per Hour Bi-Lingual
Monday-Friday 11am-7:30pm EST
*Monthly Parking is provided

Training on site for 4 weeks, after training the position will be remote
Must provide your own equipment which includes a working webcam

TECHNICAL/OFFICE REQUIREMENTS As a general guide, these are some of the technical requirements that may be expected for a home-based call center Agent.

1. **MacIntosh computers (macbooks) and Chromebooks are not permitted for remote workers.
• Desktop PC, or Laptop PCs Some minimum requirements for computers often are: 1. I3, I5, I7 and I9 four generation
• At least Windows 10 operating system
• 8GB of RAM
• Sound card, speakers • 15" and up monitor
• Virus and spyware protection software and a working firewall
• Resolution requirement on any laptop or monitor needs to be 1920 X 1080

2. Broadband internet connection. DSL and cable Internet service to the home must be at least 6 mbps (Megabits per Second) download and 3 mbps upload. This will ensure proper connectivity with The Chicago Lighthouse’s corporate data and voice network.
 

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

· Adhere to the Privacy Act as it relates to the confidentiality of information released;

· Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies;

· Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries

· Utilize a Tollway application that immediately processes credit card payments to accounts while speaking with the customer;

· Make recommendations according to customer’s needs. Ability to empathize with and prioritize customer needs;

· All payments and adjustments must be posted to customers’ accounts in accordance with procedures for each of the I-PASS and Violation Enforcement System databases;

· Gather data from customer and other resources as needed for problem-solving and communicate to customer;

· Open, split and close customer I-PASS accounts in accordance with training guidelines;

· Navigate between three (3) or more systems and tools to assist and service customers;

· Will be required to complete program training, as warranted, and successfully implement that knowledge in day-to-day operations.

· Any other duties as deemed necessary by supervisor.
 

QUALIFICATIONS:
 

• Five Panel Drug Test
• Background check
• Must provide State ID

· High School diploma or equivalent required;

· Must be able to speak English clearly and professionally;

· 1 to 2 years contact center experience preferred;

· 1 to 2 years customer service experience required;

· Bilingual English/Spanish a plus;

· Must be able to type a minimum of 25 words per minute with at least 90% accuracy;

· Must have intermediate computer skills and the ability to navigate through multiple data screens;

· Must have excellent communication skills and be able to multi-task;

· Must pass all assessments or test associated with position.

Salary : $18 - $19